ERP Confab

Generative AI puts humans at the center of the customer service loop

For years, artificial intelligence has helped to improve customer service by making automated chatbots more intelligent and enabling voice-controlled phone menus. But now the human-like communication abilities of generative AI tools such as ChatGPT are helping contact-center agents find quick answers for customers. And despite AI's reputation as a soulless automaton, the newest generation of AI could instead help humanize customer service by letting agents spend less time searching for information so they can be more attentive to the feelings and needs of customers.
In this podcast, Brian McKenna, senior analyst of business applications at TechTarget's Enterprise Strategy Group (ESG), shares the results of a recent ESG survey in which IT professionals revealed their contact-center challenges and technology plans. He explains the most common use cases of AI in customer service, names some of the leading vendors and gives his take on where the top-line business benefits will be.
 
McKenna is based in the London office of TechTarget, where he helps to direct ESG's analyst services in Europe, the Middle East and Africa, covering business applications, information management and cybersecurity topics. Until recently, he was the longtime business applications editor at TechTarget's ComputerWeekly. He holds a degree in History and English from the University of Glasgow and a doctorate from the University of Oxford.
Other topics discussed in the podcast include:
whether generative AI threatens contact center jobs
where contact centers fit in overall IT spending
the risks of using AI in customer service
Host: David Essex, Industry Editor, TechTarget

Implementing responsible AI in the enterprise

Organizations are quickly realizing that AI -- especially generative AI with its human-like creative and analytical capabilities -- raises legal, ethical and managerial issues that must be addressed before it can be deployed responsibly. Workers also need extensive training in developing and using generative AI chatbots, text generation and other applications to ensure the technology supports and amplifies human talent and potential instead of eliminating jobs.
In this podcast, Balakrishna D.R. (who goes by Bali), executive vice president and head of AI and automation at Infosys, a global IT services and consulting firm, shares his extensive experience in implementing AI in large enterprises. He names the most common uses of AI by Infosys clients and offers best practices, including setting up a responsible AI office to establish trust and transparency, and adopting an AI-first operating model to take full advantage of the technology.
Bali leads internal applications of AI at Infosys and has managed large programs for Fortune 500 clients across a variety of industries. He joined the podcast from India – coincidentally on his 30th anniversary as an Infosys employee.
Other topics discussed in the podcast include:
* how Infosys implements responsible AI in its own operations
* the importance of U.S. President Joe Biden's executive order calling for standards for AI safety, security and privacy
* the role of AI in ERP systems
* AI's possible impact on human potential
Host: David Essex, Industry Editor, TechTarget

The role of cloud ERP in digital transformation

In most discussions about digital transformation, cloud ERP usually plays a critical role. ERP is the digital nervous system and data repository of a business, deeply embedded in the processes likely to be impacted by a digital transformation project. And cloud ERP is now the preferred – sometimes the only – option for adding the other technologies needed to truly transform the business, such as AI, analytics, e-commerce, team collaboration and CRM.
But does that mean digital transformation always requires taking on the substantial challenges of moving to a new, cloud-based ERP system for companies that have on-premises ERP?
In this podcast, ERP consultant Eric Kimberling, CEO of Third Stage Consulting Group, shares his advice and experience in using cloud ERP for digital transformation. Kimberling has long been a contrarian about the need for cloud ERP – a rarity among industry analysts and consultants -- especially the software-as-a-service variety. He explains why his skepticism about SaaS ERP has softened and how he helps clients decide which parts of their business to move to the cloud.
 
Kimberling has more than two decades of experience helping organizations implement major ERP brands, including SAP, Oracle, Microsoft and Infor, and is often called as an expert witness in legal cases. His latest book, "The Final Countdown: Strategies to Reach the Third Stage of Digital Transformation” came out in 2023.
Other topics discussed in the podcast include:
* the most common things people get wrong about digital transformation
* whether transformation is possible with a less ambitious "lift and shift" of on-premises ERP to a public cloud hosting provider
* examples of clients who have taken transformation the furthest
* lessons learned from writing the book
Host: David Essex, Industry Editor, TechTarget  

Hybrid ERP: Understanding Its Uses, Benefits and Challenges

Hybrid ERP combines on-premises ERP for common business processes like accounting and HR, with cloud applications – typically software as a service (SaaS) – for more specialized functions, such as customer experience or field-service management -- or even a second ERP for a new subsidiary.
Why deploy hybrid ERP, and what type of enterprise architecture do you need?
In this podcast, Iain Saunderson, chief technology officer of Spinnaker Support, explains the practical issues of hybrid ERP.
Saunderson has over 30 years of experience implementing complex technologies across a wide variety of commercial and government verticals. He has served in leadership roles in companies including Oracle and P2 Energy Solutions. In 2015, he joined Spinnaker Support, a third-party provider of maintenance and managed services for SAP and Oracle ERP and databases as well as Salesforce CRM. 
Other topics discussed in the podcast include:
* How hybrid ERP can extend the life of on-premises ERP
* Whether companies use hybrid ERP to ease their transition to all-cloud ERP
* Integration challenges of deploying hybrid ERP
* How to decide which business processes to keep on premises and which ones should run in the cloud
Host: David Essex, Industry Editor, TechTarget  
 

AI speech-to-text eavesdropping can serve the greater good

Intelligent Voice CTO Nigel Cannings explains how AI-based speech-to-text technology can catch criminals, protect privacy and ensure regulatory compliance.

Oracle, Salesforce, SAP go big into generative AI products

TechTarget editors analyze recent major introductions of generative AI products from Oracle, Salesforce and SAP.

Third-party support a new option for SAP S/4HANA Cloud users

Rimini Street CTO Eric Helmer explains how the company provides tech support and maintenance for SAP and Oracle ERP systems and where on-premises ERP fits in SAP's cloud strategy.

How ChatGPT will transform artificial intelligence in ERP

Matt Hobbs, Microsoft practice leader at the consulting firm PwC, explains ways to embed AI in ERP and why generative AI could transform business process automation.

Cloud CAD software helps usher in digital manufacturing era

SolidWorks and Onshape founder Jon Hirschtick, now chief evangelist at PTC, shares his cloud-centered vision of the future of product design technology.

SAP AI initiatives expand on several fronts at Sapphire 2023

TechTarget editors discuss SAP AI announcements and demos unveiled at Sapphire 2023 conferences in Orlando and Barcelona, including SAP's generative AI partnership with Microsoft.